Dealing with A Complaint （下）

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Saying itclearly

Listen to these sentences, notehow the key words are stressed to make the speaker’s meaning and intentionclear.

1.   I’m terribly sorry for the problems that you’re experiencing.

2.   I propose that we offer you some sort of compensation.

3.   I’ll make sure that it gets done by the end of the week.

4.   I do apologize for our part in this.

Saying it appropriately

Listen to two versions of thisextract from a telephone call and answer the questions.

“Oh dear, I’m sorry to hear that. Let me just get apen and I’ll note them down. Right, can you give me the details?”

1.   Which version is more effective, the first or the second version?

2.   Which words describe the most effective version?

A.  Concerned

B.  Distracted

C.  Annoyed

D.  Apologetic

E.  Polite

F.   Bored

Get Speaking

Listen to four speakers makingcomplaints. Respond to them, using the following expressions that we learned.When you hear the beep, pause and respond.

1.  Could youbeat with me for 10 minutes while I get to the bottom of what went wrong here?

2.  I’m terriblysorry for the problems that you’re experiencing.

3.  I canimagine that was terrible.

4.  I proposethat we offer you some sort of compensation.

5.   I’ll makesure that it gets done by the end of the week.

6.  That musthave been dreadful.

7.    Could youtell me exactly what happened?

8.    I doapologize for our part in this.

 Listen to four speakers makingcomplaints. Respond to them, using the following expressions that we learned.When you hear the beep, pause and respond.

1.   Express regret that there’s a problem and find out exactly what theperson is unhappy about.

2.   Express empathy for the problem.

3.   Summarize the problem for them.

4.   Apologize for the problem and promise that you will take action on thepoints raised.

5.   Propose a solution and check that this is acceptable for your client.

6.   Propose a more substantial solution and check that this acceptable.

7.   Respond to the request and finish the call politely.